ITIL V4 foundation

A service offering may include goods, access to resources, and service actions. Which is an example of a service action? A. A mobile phone enables a user to work remotely B. A password allows a user connect to a WiFi network C. A license allows a user to install a software product D. A service desk agent provides support to a user

A service offering may include goods, access to resources, and service actions. Which is an example of a service action? D. A service desk agent provides support to a user

An organization asks a stakeholder to review a planned change. Which guiding principle does this demonstrate? A. Collaborate and promote visibility B. Start where you are C. Focus on value D. Keep it simple and practical

An organization asks a stakeholder to review a planned change. Which guiding principle does this demonstrate? A. Collaborate and promote visibility

How are target resolution times used in the 'incident management' practice? A. They are agreed, documented, and communicated to help set user expectations B. They are established, reviewed, and reported to ensure that customers are happy with the service C. They are initiated, approved, and managed to ensure that predictable responses are achieved D. They are scheduled, assessed and authorized to reduce the risk of service failures

How are target resolution times used in the 'incident management' practice? A. They are agreed, documented, and communicated to help set user expectations

How are target resolution times used in the 'incident management' practice? A. They are agreed, documented, and communicated to help set user expectations B. They are established, reviewed, and reported to ensure that customers are happy with the service C. They are initiate, approved, and managed to ensure that predictable responses are achieved D. They are scheduled, assessed, and authorized to reduce the risk of service failures

How are target resolution times used in the 'incident management' practice? A. They are agreed, documented, and communicated to help set user expectations

Identify the missing word(s) in the following sentence: The service desk should be the entry point and single point of contact for the [?] with all of its users A. Service consumer B. Service provider C. Customer D. Supplier

Identify the missing word(s) in the following sentence: The service desk should be the entry point and single point of contact for the [?] with all of its users B. Service provider

Identify the missing words in the following sentence: A user is [?] that uses services. A. an organization B. a role C. a team D. a supplier

Identify the missing words in the following sentence: A user is [?] that uses services. B. a role

In service relationships, what is a benefit of identifying consumer roles? A. It enables effective stakeholder management B. It provides shared service expectations C. it removes constraints from from the customer D. It enables a common definition of value

In service relationships, what is a benefit of identifying consumer roles? A. It enables effective stakeholder management

In which step of the 'continual improvement model' is an improvement plan implemented? A. What is the vision? B. How do we get there? C. Take action D. Did we get there?

In which step of the 'continual improvement model' is an improvement plan implemented? C. Take action

What actions does a service desk take for all issues, queries and requests that are reported to them? A. Schedule, assess, authorize B. Diagnose, investigate, resolve C. Initiate, approve, fulfil D. Acknowledge, classify, own

What actions does a service desk take for all issues, queries and requests that are reported to them? D. Acknowledge, classify, own

What are guiding principles? A. A set of interconnected activities that help an organization deliver a valuable service B. A description of one or more services that help address the needs of a target consumer group C. A set of specialized organizational capabilities for enabling value for customers D. Recommendations that help an organization when adopting a service management approach

What are guiding principles? D. Recommendations that help an organization when adopting a service management approach

What are typically recognized through notifications created by an IT service, CI or monitoring tool? A. Incidents B. Problems C. Events D. Requests

What are typically recognized through notifications created by an IT service, CI or monitoring tool? C. Events

What aspects of 'service level management' asks service consumers what their work involves and how technology helps them? A. Customer engagement B. Operational Metrics C. Business Metrics D. Customer Feedback

What aspects of 'service level management' asks service consumers what their work involves and how technology helps them? A. Customer engagement

What can a service remove from the consumer and impose on the consumer? A. Utility B. Asset C. Cost D. Outcome

What can a service remove from the consumer and impose on the consumer? C. Cost

What can be used to determine if a service is 'fit for purpose'? A. Availability B. Warranty C. Outcome D. Utility

What can be used to determine if a service is 'fit for purpose'? D. Utility

What can help to reduce resistance to a planned improvement when applying the guiding principle 'collaborate and promote visibility'? A. restricting information about the improvement to essential stakeholders only B. increasing collaboration and visibility for the improvement C. involving customers after all the planning has been completed D. Engaging every stakeholder group in the same way, with the same communication

What can help to reduce resistance to a planned improvement when applying the guiding principle 'collaborate and promote visibility'? B. increasing collaboration and visibility for the improvement

What describes how components and activities work together to facilitate value creation? A. The itil service value system B. The itil guiding principles C. The four dimensions of service management D. A service relationship

What describes how components and activities work together to facilitate value creation? A. The itil service value system

What does 'change enablement' PRIMARILY focus on? A. Changes to service levels B. Changes to products and services C. Changes to organizational structure D. Changes to skills and competencies

What does 'change enablement' PRIMARILY focus on? B. Changes to products and services

What impact does automation have on a service desk? A. Less low level work and a greater ability to focus on user experience B. Increased phone contact and reduced ability to focus on user experience C. Ability to work from multiple locations, geographically dispersed D. Ability to work from a single centralized location

What impact does automation have on a service desk? A. Less low level work and a greater ability to focus on user experience

What includes governance as a component? A. Practices B. The service value chain C. The service value system D. The guiding principles

What includes governance as a component? C. The service value system

What is a change schedule PRIMARILY used for? A. To help plan emergency changes B. To help authorize standard changes C. To help assign a change authority D. To help manage normal changes

What is a change schedule PRIMARILY used for? D. To help manage normal changes

What is a set of specialized organizational capabilities for enabling value for customers in the form of services? A. Service offering B. Service provision C. Service management D. Service consumption

What is a set of specialized organizational capabilities for enabling value for customers in the form of services? C. Service management

What is defined as an unplanned interruption or reduction in the quality of a service? A. an incident B. a problem C. a change D. an Event

What is defined as an unplanned interruption or reduction in the quality of a service? A. an incident

What is recommended by the guiding principle 'progress iteratively with feedback'? A. A current state assessment that is carried out at the start of an improvement initiative B. The identification of all interested parts at the start of an improvement initiative C. An improvement initiative that is broken into a number of manageable sections D. An assessment of how all the parts of an organization will affect an improvement initiative

What is recommended by the guiding principle 'progress iteratively with feedback'? C. An improvement initiative that is broken into a number of manageable sections

What is the definition of a known error? A. An unplanned interruption to a service, or reduction in the quality of a service B. A cause, or potential cause, of one or more incident C. A problem that has been analyzed and has not been resolved D. Any change of state that has significance for the management of a service or other configuration item (CI)

What is the definition of a known error? C. A problem that has been analyzed and has not been resolved

What is the definition of a problem? A. An unplanned interruption to a service, or reduction in the quality of a service B. A cause, or potential cause, of one or more incidents C. An incident for which a full resolution is not yet available D. Any change of state that has significance for the management of a configuration item (CI)

What is the definition of a problem? B. A cause, or potential cause, of one or more incidents

What is the purpose of the 'incident management' practice? A. to minimize the negative impact of incidents by restoring service operation as quickly as possible B. To capture demand for incident resolution and service requests C. to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents D. to support the agreed service quality by effective handling of all agreed user-initiated service requests

What is the purpose of the 'incident management' practice? A. to minimize the negative impact of incidents by restoring service operation as quickly as possible

What is the purpose of the 'problem management' practice? A. To protect the information needed by the organization to conduct its business B. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors C. To align the organization's practices and services with changing business needs through the ongoing identification and improvement of services D. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

What is the purpose of the 'problem management' practice? B. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors

What must always be done before an activity is automated? A. Check that the activity has already been optimized B. Check that suitable new technology has been purchased C. Ensure that DevOps has been successfully implemented D. Ensure the solution removes the need for human intervention

What must always be done before an activity is automated? A. Check that the activity has already been optimized

What should be considered as part of the 'partners and suppliers' dimension? A. The level of integration and formality involved in the relationships between organizations B. The activities, workflows, controls, and procedures needed to achieve the agreed objectives C. The information created, managed, and used in the course of service provision and consumption D. The required skills and competencies of teams and individual members of the organization

What should be considered as part of the 'partners and suppliers' dimension? A. The level of integration and formality involved in the relationships between organizations

What term is used to describe whether a service will meet availability, capacity, and security requirements? A. Outcomes B. Value C. Utility D. Warranty

What term is used to describe whether a service will meet availability, capacity, and security requirements? D. Warranty

What varies in size and complexity, and uses functions to achieve its objectives? A. a risk B. an organization C. a practice D. an outcome

What varies in size and complexity, and uses functions to achieve its objectives? B. an organization

When is the earliest that a workaround can be documented in 'problem management'? A. After the problem has been logged B. After the problem has been prioritized C. After the problem has been analyzed D. After the problem has been resolved

When is the earliest that a workaround can be documented in 'problem management'? A. After the problem has been logged

Where are the details of the required performance outcomes of a service defined? A. Service level agreements B. Service requests C. Service components D. Service offerings

Where are the details of the required performance outcomes of a service defined? A. Service level agreements

Which BEST describes the purpose of the 'improve' value chain activity? A. To organize a major improvement initiative into several smaller initiatives B. To make new and improved services and features available for use C. To ensure a shared understanding of the vision and improvement direction for all products and services D. To continually improve all products and services across all value chain activities

Which BEST describes the purpose of the 'improve' value chain activity? D. To continually improve all products and services across all value chain activities

Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels? A. Supplier management B. Change Control C. Relationship management D. Service Desk

Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels? C. Relationship management

Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization? A. Service desk B. Service request management C. Service level management D. Service configuration management

Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization? C. Service level management

Which activity contributes to the 'where are we now?' Step of the 'continual improvement' model? A. Executing improvement actions B. Performing baseline assessments C. Defining the improvement plan D. Understanding the business mission

Which activity contributes to the 'where are we now?' Step of the 'continual improvement' model? B. Performing baseline assessments

Which activity is part of the 'continual improvement' practice? A. Identifying the cause of incidents and recommending related improvements B. Authorizing changes to implement improvements C. Logging and managing incidents that result in improvement opportunities D. Making business cases for improvement action

Which activity is part of the 'continual improvement' practice? D. Making business cases for improvement action

Which approach is CORRECT when applying the guiding principle 'keep it simple and practical'? A. Only add controls and metrics when they are needed B. Design controls and metrics first, then remove those not adding value C. Design controls and metrics and add them individually until all are implemented D. Only add controls and metrics that are required for compliance

Which approach is CORRECT when applying the guiding principle 'keep it simple and practical'? A. Only add controls and metrics when they are needed

Which can act as an operating model for an organization? A. The four dimensions of service management B. The service value chain C. The ITIL guiding principles D. Continual improvement

Which can act as an operating model for an organization? B. The service value chain

Which describes a CORRECT approach to change authorization? A. Changes included in the change schedule are pre-authorized and do not need additional authorization B. Normal changes should be assessed and authorized before they are deployed C. Emergency changes should be authorized by as many people as possible to reduce risk D. Normal changes are typically implemented as service requests and authorized by the service desk

Which describes a CORRECT approach to change authorization? B. Normal changes should be assessed and authorized before they are deployed

Which describes the utility of a service? A. A service that is fit for use B. A service that meets its service level targets C. A service that increases constraints on the consumer D. A service that supports the performance of the consumer

Which describes the utility of a service? D. A service that supports the performance of the consumer

Which dimension considers data security and privacy? A. Organizations and people B. Information and technology C. Partners and suppliers D. Value streams and processes

Which dimension considers data security and privacy? B. Information and technology

Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services? A. Organizations and people B. Information and technology C. Partners and suppliers D. Value streams and processes

Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services? C. Partners and suppliers

Which dimension is MOST concerned with skills, competencies, roles and responsibilities? A. Organizations and people B. Information and technology C. Partners and suppliers D. Value streams and processes

Which dimension is MOST concerned with skills, competencies, roles and responsibilities? A. Organizations and people

Which directly assists with the diagnosis and resolution of simple incidents? A. Scripts for collecting user information B. Use of shift working patterns C. Fulfilment of service requests D. Creation of a temporary team

Which directly assists with the diagnosis and resolution of simple incidents? A. Scripts for collecting user information

Which gives a user access to a system? A. Service requirement B. Service agreement C. Service consumption D. Service provision

Which gives a user access to a system? D. Service provision

Which guiding principle considers customer and user experience? A. Collaborate and promote visibility B. Focus on value C. Start where you are D. Keep it simple and practical

Which guiding principle considers customer and user experience? B. Focus on value

Which guiding principle considers the importance of customer loyalty? A. Progress iteratively with feedback B. Focus on value C. Optimize and automate D. Start where you are

Which guiding principle considers the importance of customer loyalty? B. Focus on value

Which guiding principle is PRIMARILY concerned with end-to-end service delivery? A. Focus on value B. Think and work holistically C. Optimize and automate D. Collaborate and promote visibility

Which guiding principle is PRIMARILY concerned with end-to-end service delivery? B. Think and work holistically

Which includes governance, management practices, and continual improvement? A. The service value system B. The 'deliver and support' value chain activity C. The 'focus on value' guiding principle D. The 'value stream and processes' dimension

Which includes governance, management practices, and continual improvement? A. The service value system

Which is a key activity carried out in the 'did we get there?' step of the 'continual improvement' model? A. Define measurable targets B. Perform baseline assessments C. Execute improvement actions D. Evaluate measurements and metrics

Which is a key activity carried out in the 'did we get there?' step of the 'continual improvement' model? D. Evaluate measurements and metrics

Which is a key requirement for a successful service level agreement (SLA)? A. Using individual metrics that relate to the service catalogue B. Using bundled metrics to relate performance to outcomes C. Using single-system-based metrics that relate to outputs D. Using an agreement between the service provider and service supplier

Which is a key requirement for a successful service level agreement (SLA)? B. Using bundled metrics to relate performance to outcomes

Which is a purpose of release management? A. To protect the organization's information B. To handle user-initiated service requests C. To make new and changed services available for use D. To move hardware and software to live environments

Which is a purpose of release management? C. To make new and changed services available for use

Which is a recommendation of the guiding principle 'think and work holistically' ? A. Conduct a review of existing service management practices and decide what to keep and what to discard B. Review how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner C. Review service management practices and remove any unnecessary complexity D. Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative

Which is a recommendation of the guiding principle 'think and work holistically' ? D. Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative

Which is a result of applying the guiding principle 'progress iteratively with feedback'? A. The ability to discover and respond to failure earlier B. standardization of practices and services C. Understanding the customer's perception of value D. Understanding the current state and identifying what can be reused

Which is a result of applying the guiding principle 'progress iteratively with feedback'? A. The ability to discover and respond to failure earlier

Which is an activity of the 'incident management' practice? A. Assessing and prioritizing improvement opportunities B. Performing service reviews with customers C. Providing good-quality updates when expected D. Automating service requests to the greatest degree possible

Which is an activity of the 'incident management' practice? A. Assessing and prioritizing improvement opportunities

Which is an activity of the 'problem management' practice? A. Restoration of normal service operation as quickly as possible B. Prioritization of problems based on the risk that they pose C. Authorization of changes to resolve the cause of problems D. Resolution of incidents in a time that meets customer expectations

Which is an activity of the 'problem management' practice? B. Prioritization of problems based on the risk that they pose

Which is an example of a business related measurement? A. The number of passengers checked in B. The average time to respond to change requests C. The average resolution time for incidents D. The number of problems resolved

Which is an example of a business related measurement? A. The number of passengers checked in

Which is an external input to the service value chain? A. The 'improve' value chain activity B. An overall plan C. Customer requirements D. Feedback loops

Which is an external input to the service value chain? C. Customer requirements

Which is considered by the 'partners and suppliers' dimension? A. Using artificial intelligence B. Defining controls and procedures C. Using formal roles and responsibilities D. Working with an integrator to manage relationships

Which is considered by the 'partners and suppliers' dimension? D. Working with an integrator to manage relationships

Which is handled as a service request? A. An investigation to identify the cause of an incident B. A compliment about an IT support team C. The failure of an IT service D. An emergency change to implement a security patch

Which is handled as a service request? B. A compliment about an IT support team

Which is included in the purpose of the 'change enablement' practice? A. Make new and changed services available for use B. Ensure that risks have been properly assessed C. Record and report selected changes of state D. Plan and manage the full lifecycle of all IT assets

Which is included in the purpose of the 'change enablement' practice? B. Ensure that risks have been properly assessed

Which is included in the purpose of the 'service level management' practice? A. To maximize the number of successful service and product changes B. To ensure accurate information about the configuration of services is available C. To set clear business-based targets for service levels D. To ensure that suppliers and their performance are managed appropriately

Which is included in the purpose of the 'service level management' practice? C. To set clear business-based targets for service levels

Which is the BEST example of a standard change? A. The review and authorization of a change requested by a customer B. The implementation of a critical software patch in response to a vendor security issue C. The installation of a software application in response to a service request D. The replacement of a component in response to a major incident

Which is the BEST example of a standard change? C. The installation of a software application in response to a service request

Which of these activities is carried out as part of 'problem management'? A. Creating incident records B. Diagnosing and resolving incidents C. Escalating incidents to a support team for resolution D. Trend analysis of incident records

Which of these activities is carried out as part of 'problem management'? D. Trend analysis of incident records

Which practice ensures that any addition, modification, or removal of anything that could have an effect on services is assessed and authorized? A. Deployment management B. Release management C. Change control D. Service configuration management

Which practice ensures that any addition, modification, or removal of anything that could have an effect on services is assessed and authorized? C. Change control

Which practice forms a link between the service provider and the users of services? A. Change enablement B. Service level management C. Problem management D. Service desk

Which practice forms a link between the service provider and the users of services? D. Service desk

Which practice has a purpose that includes managing risks to confidentiality, integrity and availability? A. Information security management B. Continual improvement C. Monitoring and event management D. Service level management

Which practice has a purpose that includes managing risks to confidentiality, integrity and availability? A. Information security management

Which practice has a strong influence on the user experience and perception of the service provider? A. Service desk B. Change enablement C. Service level management D. Supplier management

Which practice has a strong influence on the user experience and perception of the service provider? A. Service desk

Which practice has the purpose of ensuring that the organization's suppliers and their performance are managed appropriately to support the provision of seamless, quality products and services? A. Release management B. Supplier management C. Service management D. Relationship management

Which practice has the purpose of ensuring that the organization's suppliers and their performance are managed appropriately to support the provision of seamless, quality products and services? B. Supplier management

Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions? A. Service request management B. Service level management C. Incident management D. Change enablement

Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions? C. Incident management

Which practice involves the management of vulnerabilities that were not identified before the service went live? A. Service request management B. Problem management C. Change control D. Service level management

Which practice involves the management of vulnerabilities that were not identified before the service went live? B. Problem management

Which practice is MOST likely to benefit from the use of chatbots? A. Service level management B. Change enablement C. Continual improvement D. Service desk

Which practice is MOST likely to benefit from the use of chatbots? D. Service desk

Which practice is responsible for moving new or changed components to live or other environments? A. Release management B. Deployment management C. Change enablement D. Supplier management

Which practice is responsible for moving new or changed components to live or other environments? B. Deployment management

Which practice makes new services available for use? A. Change enablement B. Release management C. Deployment management D. IT asset management

Which practice makes new services available for use? B. Release management

Which practice needs people who understand complex systems and have creative and analytical skills? A. Change enablement B. Service level management C. Service request management D. Problem management

Which practice needs people who understand complex systems and have creative and analytical skills? D. Problem management

Which practice provides a communications point for users to report operational issues, queries and requests? A. Incident management B. Continual improvement C. Service desk D. Relationship management

Which practice provides a communications point for users to report operational issues, queries and requests? C. Service desk

Which practice recommends the use of event-based surveys to gather feedback from customers? A. Service level management B. Change enablement C. Service request management D. Problem management

Which practice recommends the use of event-based surveys to gather feedback from customers? A. Service level management

Which practice recommends using tools for collaboration and the automated matching of symptoms? A. Problem management B. Service level management C. Incident management D. Service request management

Which practice recommends using tools for collaboration and the automated matching of symptoms? C. Incident management

Which practice would help a user gain access to an application that they need to use? A. Service configuration management B. Change enablement C. Service request management D. Service level management

Which practice would help a user gain access to an application that they need to use? C. Service request management

Which role approves the cost of services? A. User B. Change authority C. Sponsor D. Customer

Which role approves the cost of services? C. Sponsor

Which statement about 'continual improvement' is correct? A. All improvement ideas should be logged in a single 'continual improvement register' B. A single team should carry out 'continual improvement' across the organization C. 'Continual improvement' should have minimal interaction with other practices D. Everyone in the organization is responsible for some aspects of 'continual improvement'

Which statement about 'continual improvement' is correct? D. Everyone in the organization is responsible for some aspects of 'continual improvement'

Which statement about a service value stream is CORRECT? A. It uses prescriptive inputs and outputs B. It is a value chain activity C. It integrates practices for a specific scenario D. It is used to provide governance

Which statement about a service value stream is CORRECT? C. It integrates practices for a specific scenario

Which statement about change authorities is CORRECT? A. Change authorities are only required for authorizing emergency changes B. Change authorities are assigned when each change is deployed C. Change authorities are only required for authorizing normal changes D. Change authorities are assigned for each type of change and change model

Which statement about change authorities is CORRECT? D. Change authorities are assigned for each type of change and change model

Which statement about managing incidents is correct? A. Low impact incidents should be resolved efficiently, making logging unnecessary B. The 'incident management' practice should use a single process regardless of the impact of the incident C. Low impact incidents should be resolved efficiently so the resource required is reduced D. Incidents with the lowest impact should be resolved first

Which statement about managing incidents is correct? C. Low impact incidents should be resolved efficiently so the resource required is reduced

Which statement about outputs is CORRECT? A. They consist of several outcomes B. They capture customer demand for services C. They contribute to the achievement of outcomes D. They describe how the service performs

Which statement about outputs is CORRECT? C. They contribute to the achievement of outcomes

Which statement about service requests is CORRECT? A. Complex service requests should be dealt with as normal changes B. Service requests that require simple workflows should be dealt with as incidents C. Service requests require workflows that should use manual procedures and avoid automation D. Service requests are usually formalized using standard procedures for initiation, approval and fulfilment

Which statement about service requests is CORRECT? D. Service requests are usually formalized using standard procedures for initiation, approval and fulfilment

Which statement about the 'change enablement' practice is CORRECT? A. Service requests are usually normal changes that can be implemented quickly without authorization B. Emergency changes are changes that must be fully tested and fully documented prior to implementation C. Standard changes are changes that need to be scheduled, assessed and authorized following a standard process D. Emergency changes are changes that must be implemented as soon as possible and therefore authorization is expedited

Which statement about the 'change enablement' practice is CORRECT? D. Emergency changes are changes that must be implemented as soon as possible and therefore authorization is expedited

Which statement about the automation of service requests is CORRECT? A. Service requests that cannot be automated should be handled as incidents B. Service requests and their fulfilment should be automated as much as possible C. Service requests that cannot be automated should be handled as problems D. Service requests and their fulfilment should be carried out by service desk staff without automation

Which statement about the automation of service requests is CORRECT? B. Service requests and their fulfilment should be automated as much as possible

Which statement about the service value chain is correct? A. The service value chain converts value into demand B. Each value chain activity uses different combinations of practices to convert inputs into outputs C. Each value chain activity identifies a requirement for resources from an external supplier D. The service value chain uses value streams to describe a combination of consumers and providers

Which statement about the service value chain is correct? B. Each value chain activity uses different combinations of practices to convert inputs into outputs

Which statement about the use of measurement in the 'start where you area' guiding principle is correct? A. It should always be used to support direct observation B. It should always be used instead of direct observation C. Measured days is always more accurate than direct observation D. The act of measuring always positively impact results

Which statement about the use of measurement in the 'start where you area' guiding principle is correct? A. It should always be used to support direct observation

Which term relates to service levels aligned with the needs of service consumers? A. Service management B. Warranty C. Cost D. Utility

Which term relates to service levels aligned with the needs of service consumers? B. Warranty

Which two practices interact the MOST with the service desk practice? A. Incident management and service request management B. Service request management and deployment management C. Deployment management and change enablement D. Change enablement and incident management

Which two practices interact the MOST with the service desk practice? A. Incident management and service request management

Which usually requires a team of representatives from many stakeholder groups? A. Fulfilling a service request B. Authorizing an emergency change C. Logging a new problem D. Investigating a major incident

Which usually requires a team of representatives from many stakeholder groups? D. Investigating a major incident

Which value chain activity ensures a shared understanding of the current status and required direction for all products and services? A. Plan B. Improve C. Design and transition D. Deliver and support

Which value chain activity ensures a shared understanding of the current status and required direction for all products and services? A. Plan

Which value chain activity ensures that service components meet agreed specifications? A. Plan B. Design and transition C. Obtain/build D. Deliver and support

Which value chain activity ensures that service components meet agreed specifications? C. Obtain/build

Which will NOT be handled as a service request? A. The degradation of a service B. The replacement of a toner cartridge C. The provision of a laptop D. A complaint about a support team

Which will NOT be handled as a service request? A. The degradation of a service

Which will help solve incidents more quickly? A. Target resolution times B. Escalating all incidents to support teams C. Collaboration between teams D. Detailed procedural steps for incident investigation

Which will help solve incidents more quickly? C. Collaboration between teams

Why should some service request be fulfilled with no additional approvals? A. To ensure that spending is properly accounted for B. To ensure that information security requirements are met C. To streamline the fulfillment workflow D. To set user expectations for fulfillment times

Why should some service request be fulfilled with no additional approvals? C. To streamline the fulfillment workflow